National Emergency Control Centre Shift Supervisor:

**Listing reference**: track_001343

**Listing status**: Online

**Position summary**:
**Industry**:Telecommunication Services

**Job category**:Telecommunication and Mobile Systems

**Location**:Randburg

**Contract**:Permanent

**Remuneration**:Market Related

**EE position**:No

**Introduction**:
**Job description**:
**Key roles and responsibilities**:

- Check the response rates hourly as they pertain to the agreed operational objectives.
- Monitor inbound emergency calls and ensure that the response and recovery processes flow smoothly.
- Manage the day-to-day operations in the department.
- Independently assess calls on a continuous basis and implement corrective and developmental action as required.
- Manage staff attendance and take proactive measures to ensure that service levels are adhered to and optimised for excellent customer service.
- Provide expert support and advice to staff in all aspects of their tasks.
- Mentor and develop staff on a continuous basis to drive operational efficiencies.
- Display the ability to manage and control emergency situations within the environment and relating to traumatized customers.
- Analyse the daily recovery statistics and activities and share identified trends and/ or patterns with fellow Shift Supervisors and the NECC manager
- Ensure that all administrative and shift duties are accurately completed at the end of each shift.
- Ensure accurate capturing of all information relating to response and recovery by NECC staff.
- Navigate and utilize multiple systems during the daily activities of the Department as well as during the activation, tracking and recovery process.
- Manage the agents’ overtime and standby on a continuous basis to ensure that we do not exceed the departmental budget and the BCEA
- Manage the Supervisor inbox continuously.
- Ensure that uninterrupted inbound and outbound services are provided to internal and external customers.
- Build and maintain relationships with internal and external customers and partners.
- Handle all outstanding escalations that are flagged with the supervisor’s desk.
- Handle all handovers of signals from MCC.
- Continuously provide mentoring to staff on the correct procedures to be implemented.
- Working closely with the Quality Assurer and Skills Coach to address all relevant training and corrective measures.

**Control Centre Duties and Functions**
- Build the departmental teams - staff selection, development, coaching and motivating to levels of maximum potential.
- Supervise staff according to company standards (appraisals, discipline, development, training etc).
- Create and reinforce a high-performance culture within the department.
- Responsible for the setting of employee goals and objectives that align with the departmental strategy.
- Develop staff to maximise potential including succession planning.
- Monitor staff performance including performance reviews.
- Manage staff output according to agreed KPI’s.
- Ensure regular staff meetings and alignment to strategic objectives and deliverables.
- Conduct Performance discussions and appropriate coaching as per company guidelines.

**Minimum requirements**:
**Qualifications, experience and competencies required**:

- Grade 12 or an equivalent NQF level 4 Qualification
- Essential: At least 5 Years experience in a Critical Services or Emergency Control Centre environment.
- Essential: Experience and knowledge of a criminal environment as well as the Criminal Procedure Act.
- Desirable: Experience working with Police, Law Enforcement or Emergency Services.
- Desirable: At least 2 years’ experience in a Supervisory role.Must be able to work shifts, have a driver’s license and own/reliable transport